Interactive
Voice Response (IVR) is a software application that accepts
a combination of voice telephone input and touch-tone keypad selection
and provides appropriate responses in the form of voice, fax,
callback and e-mail. IVR is usually part of a larger application
that includes database access.
An IVR application provides pre-recorded voice responses for
appropriate situations, keypad signal logic, and access to relevant
data, and potentially the ability to record voice input for later
handling. Using computer telephony Integration (CTI), IVR applications
can hand off a call to a human being who can view data related
to the caller at a display.
Interactive Voice Response (IVR) systems allow callers to get
access to information without human intervention. Thus callers
hear a pleasant and cheerful voice 24-hours a day, 7 days a year
without any attendant human fatigue.
Since even the cost of the call is borne by the caller, apart
from the one-time installation cost, there is no running expense
for the company who deploys the IVR systems. Another advantage
to the company is that it would otherwise be impossible to handle
high loads of callers, both in terms of time, and the cost of
the large number of individuals that it would require.
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Simple
to use Graphical System Design Interface